NGINX, Inc. Customer Support Team
Company: NGINX, Inc., San Francisco, CA
Entry Submitted By: Speakeasy Strategies
Company Description: NGINX is the application delivery platform at the heart of the modern web. Today, NGINX powers more than half of the world’s busiest sites and applications, and millions of innovators across the globe choose NGINX to deliver their sites and applications with performance, reliability, security, and scale.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries
Nomination Title: NGINX, Inc. Customer Support Team
Tell the story about what this nominated team achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
The past year has represented another year of incredible growth for NGINX, the application delivery platform at the heart of the modern web. Today, NGINX powers more than half of the world’s busiest sites and applications, and millions of innovators across the globe choose NGINX to deliver their sites and applications with performance, reliability, security, and scale.
NGINX Plus, the commercially supported version of the open source NGINX software, launched in late 2013 in response to significant interest from users who wanted a managed release process and professional, enterprise-grade support on top of the open source technology. Since then, NGINX Plus has seen impressive year-over-year growth – in no small part thanks to our first-rate customer support team.
In today’s digital environment, the ubiquity of mobile devices and the proliferation of new applications and digital services to support every aspect of our lives have turned us into an always-on society. Consumers expect instantly available, highly personalized digital experiences and have zero tolerance for companies that can’t meet their demands. Websites and applications are the front lines for all businesses, and it’s imperative that they are running at peak performance when users need them.
Our support team understands this critical need for enterprises to deliver flawless digital experiences, and we provide our customers with 24x7 access to application delivery experts, as well as rapid responses to issues and questions. This is all accomplished by a small, agile team of six support engineers – two of whom joined in the past year – even in the midst of incredible growth.
Since July 2015, the number of customers served by the NGINX support team has more than doubled (more precisely, it grew by 113%). In line with this growth, the team nearly doubled the number of customer requests it resolved year over year, closing 92% more tickets in the year ending in July 2016 than in the previous year. The team did more than efficiently handle the increased workload – they kept the customer satisfaction rate incredibly high and even added a number of new support features.
After each support interaction, customers are asked to indicate how likely they are to recommend NGINX’s support to a colleague, on a scale from 0 (wouldn’t recommend) to 10 (would strongly recommend). The average monthly rating has never dropped below 9.2, and the overall average rating for the year to date is an astonishing 9.6. In addition, asking this particular question allows us to calculate a Net Promoter Score (NPS) as a simple way of discovering the health of the NGINX support experience. Consistently impressively high, our NPS score for the past 15 months is 85, which is almost unprecedented for a technology organization.
After successfully implementing a 24x7 support process for Premium subscribers last year, the NGINX support team launched an Enterprise level of service with even faster response times. The Enterprise Service Level Agreement (SLA) guarantees a 30-minute initial response (compared to 2 hours for Premium subscribers) and answers about documentation within 3 hours (compared to 8 hours for Premium). There is no limit on the number of incidents customers can report, even at the lowest support level.
The NGINX support team is always innovating to make the support process seamless and to provide a better overall experience to customers. This includes continuously updating and improving the customer portal, service desk system, and internal systems that make providing top-notch service to our customers even easier.
Because open source NGINX is free, customers who choose NGINX Plus rightly expect outstanding technical support as part of the value of their paid subscription. This means that providing superior support is a fundamental component of our business model and our company success. Our customers are creating some of the world’s most impressive digital experiences, and we’re proud that they have chosen to partner with us to enable flawless delivery of their mission-critical applications.